Juliane Linn

Set-up and admin team lead 1st Level API Support, Process optimisation, Assisting internal migrations, Process documentation for the API teams - creation and maintenance, Quality Control, Internal training concepts and relations

Service and Quality Assurance, Internal Process Documentation, Process Optimization, Customer Surveys and Relations, Developing Training Concept for New Hires, Customer Onboarding Process Optimization, Internal Relations

Develop and implement a customer relations strategy to support existing customers to promote Tom Davies to their customers; support existing and new customers with Marketing Materials, Press Packs, POS, Window Displays, Company mail-outs; manage on-line blog and other communications materials, product & service updates, customer incentives schemes &Tradeshow invites; support and work with in-house Web & Graphic Designer to coordinate customer & business development; support training; support sales agents

support the Worldwide Sales Teams in all Sales & Marketing activity; Responsibility for maintaining and updating all administrative systems in the department; General Sales & Marketing support to the Sales & Marketing Directors and their team.; Assisting with worldwide launch & mail out co-ordination for bi-annual launches; Co-ordinate worldwide Advertising Campaigns (Magazine negotiations, contracts, media planning); Co-ordination of mailings / promotional activities;

Assisting the Customer Service Manager; Ensure the highest level of customer service and sales, order processing accuracy and smooth operation of the customer Service department; Recognising service and marketing issues, maintain solid, up to date knowledge of market/s including awareness of key customers; Personnel management: Motivating the customer service team, organising and holding team meetings, lead by example; Staff appraisals and recruitment.

-Dealing with international customers from all over the world; Presenting United Airlines’ friendly an high customer service attitude to the customer in any situation; Ability to keep customer service up, trouble shoot and manage in extreme and unexpected situations

Qualification, documentation and elimination of all requests of the 1st level helpdesks through defined service levels using Microsoft Office; Periodical public relations and quality meetings with 1st level Helpdesks, with the goal to assess capacity deficits, extension requests and additional consultation demands in good time; Development and implementation of fast solutions for accruing problems in cooperation with the premium clients

1st Line Support; 2nd Line Support; Supervising; monitoring of income calls and roaming while keeping an eye on quality and service goals; Product and system availability checks; Training new employees; Product presentations; Pilot-client support and assistance with special testing lines; - Assisting, preparing and performing the outsourcing trainings for 1st Level; Coaching;

Planning and selling trips and events for leisure and business clients such as flights, hotels, cruises, adventure holidays, city trips, package tours, musical events, train - and ferry trips; Advising customers about travel - and holiday destinations worldwide cohesive to their budget, needs and condition; Selling travel insurances

Planning business events, flights, hotels, cruises, private holidays, city trips, package tours, train - and ferry trips for business clients; Working in exclusive business offices (implants) of Hapag-Lloyd Reisebuero for major companies in Germany such as BMW Rolls-Royce, KPMG and Degussa; Planning and selling trips and events for leisure clients such as flights, hotels, cruises, adventure holidays, city trips, package tours, musical events, train - and ferry trips